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Should Technology Integrators Embrace Twitter and Facebook Support? (Slides)
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Should Technology Integrators Embrace Twitter and Facebook Support? (Slides)

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http://ITServiceContractSecrets.com SUMMARY SLIDES: Should technology Integrators let clients submit support requests via Twitter and Facebook? Read this post for pros, cons, and practical …

http://ITServiceContractSecrets.com SUMMARY SLIDES: Should technology Integrators let clients submit support requests via Twitter and Facebook? Read this post for pros, cons, and practical suggestions. Copyright (C) SP Home Run Inc. SP Home Run is a registered trademark of SP Home Run Inc. All worldwide rights reserved.

Published in: Technology, Business

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  • 1. SPHomeRun.com Should TechnologyIntegrators Embrace Twitter and Facebook Support? Courtesy of the Small Business Computer Consulting Blog http://blog.sphomerun.com
  • 2. Sponsored by ITServiceContractSecrets.comSPHomeRun.com Is this Multi-channel Approach,
  • 3. Sponsored by ITServiceContractSecrets.comSPHomeRun.com Especially with the Public Nature of Twitter and Facebook,
  • 4. Sponsored by ITServiceContractSecrets.comSPHomeRun.com Really the Right Approach for All, or at Least Most, Technology Integrators?
  • 5. Sponsored by ITServiceContractSecrets.comSPHomeRun.com Social Media as Part of the Multi-Channel Mix
  • 6. Sponsored by ITServiceContractSecrets.comSPHomeRun.com Desk.com, Believes Strongly that Integrators, Like Most Businesses,
  • 7. Sponsored by ITServiceContractSecrets.comSPHomeRun.com Must Embrace Twitter and Facebook Support as One of its Channels
  • 8. Sponsored by ITServiceContractSecrets.comSPHomeRun.com See: “Ignoring Customer Complaints on Social Media? You’re in Good Company and in Trouble”
  • 9. Sponsored by ITServiceContractSecrets.comSPHomeRun.com The Question was Asked by an IT Manager at a Major Saudi Arabian University
  • 10. Sponsored by ITServiceContractSecrets.comSPHomeRun.com Balancing the Popularity of Facebook and Twitter with Help Desk Needs
  • 11. Sponsored by ITServiceContractSecrets.comSPHomeRun.com In a Nutshell, Shahid Warsi Wondered:
  • 12. Sponsored by ITServiceContractSecrets.comSPHomeRun.com 1. If it’s a Good Idea to Offer IT Support Over Facebook and Twitter
  • 13. Sponsored by ITServiceContractSecrets.comSPHomeRun.com as Part of a Help Desk
  • 14. Sponsored by ITServiceContractSecrets.comSPHomeRun.com 2. If the Response Should Go Back Out Over the Same Originating Social Media
  • 15. Sponsored by ITServiceContractSecrets.comSPHomeRun.com There’s No Denying that for a Tech-savvy Audience,
  • 16. Sponsored by ITServiceContractSecrets.comSPHomeRun.com Especially College Students, Faculty, and Staff, Social Media is Incredibly Popular
  • 17. Sponsored by ITServiceContractSecrets.comSPHomeRun.com Looking at Students, Faculty, and Staff as Internal Customers
  • 18. Sponsored by ITServiceContractSecrets.comSPHomeRun.com and Prospective Internal Customers
  • 19. Sponsored by ITServiceContractSecrets.comSPHomeRun.com Because Neither Twitter nor Facebook Mandate Private,
  • 20. Sponsored by ITServiceContractSecrets.comSPHomeRun.com One-on-one Contact,
  • 21. Sponsored by ITServiceContractSecrets.comSPHomeRun.com And Most People Tend to Use these Social Media Tools very Publicly,
  • 22. Sponsored by ITServiceContractSecrets.comSPHomeRun.com More Traditional Help Desk SaaS Offerings May Be a Better Fit
  • 23. Sponsored by ITServiceContractSecrets.comSPHomeRun.com to Assure Confidentiality
  • 24. Sponsored by ITServiceContractSecrets.comSPHomeRun.com Most Popular SaaS-based Help Desk Systems, Like Desk.com and Zendesk,
  • 25. Sponsored by ITServiceContractSecrets.comSPHomeRun.com Make it Very Easy to Convert Social Media-originated Requests into Support Tickets
  • 26. Sponsored by ITServiceContractSecrets.comSPHomeRun.com If Your IT Department’s Help Desk
  • 27. Sponsored by ITServiceContractSecrets.comSPHomeRun.com Has its Own Twitter Profile and Facebook Page for Students,
  • 28. Sponsored by ITServiceContractSecrets.comSPHomeRun.com You can Use These Channels to Distribute Tips and Breaking News,
  • 29. Sponsored by ITServiceContractSecrets.comSPHomeRun.com and Just as Important: Make it Crystal Clear Above the Fold
  • 30. Sponsored by ITServiceContractSecrets.comSPHomeRun.com How to Properly Log IT Support Help Desk Requests
  • 31. Sponsored by ITServiceContractSecrets.comSPHomeRun.com How Does Your Company Deal with Help Desk Requests
  • 32. Sponsored by ITServiceContractSecrets.comSPHomeRun.com that Originate on Twitter and Facebook?
  • 33. Sponsored by ITServiceContractSecrets.comSPHomeRun.com Please Share Your Tips and Hints in the Comments Area Below
  • 34. SPHomeRun.com Recommended Reading: IT Service Contract Secrets for Getting More Repeat Clients and Recurring Service Revenue Download this Free Special Report Now at ITServiceContractSecrets.comCopyright © SP Home Run Inc. All worldwide rights reserved.SP Home Run is a registered trademark of SP Home Run Inc.

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